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DBS and POSB to launch SMS queue system by end March

Nurdianah Md Nur | Feb. 25, 2015
Customers can request a queue number via SMS before visiting any of the banks’ branches, enabling them to make better use of the waiting time.

POSB SMS Q allows customers to request for a queue number via SMS prior to visiting branches. Credit: DBS/POSB

As part of its efforts to enhance its customers' branch banking experience, Singapore bank DBS and its subsidiary POSB will offer SMS queue system across all their branches from the end of March this year.

Known as SMS 'Q', the system will allow customers to receive a queue number via SMS before visiting the banks' branches. It aims to replace the traditional standing queues with seats to enable customers to wait for their turn in comfort, said DBS.

To use the service, customers will have to text "Q" to the number tagged to the branch they want to visit, which can be found at branches or from DBS and POSB's mobile banking apps under Q-Cam. They will subsequently be asked to select the service they require via SMS. After which, they will receive their queue number as well as the number of customers that are being served ahead of them.

DBS added that customers will also be alerted via SMS when their turn is nearing if the wait time is long. Those who missed their turn will receive an SMS that provides them with an option to rejoin the queue.

"We understand that time is a precious commodity so the crucial part of the SMS 'Q' service is that it provides queue information in advance, allowing our customers to decide how best to use their time," said Jeremy Soo, head of Consumer Banking Group (Singapore) at DBS Bank. "By removing standing queues and providing seats for our customers, we also hope to make the branch visit more comfortable for all our customers," he added.

The launch of the SMS 'Q' service is in line with the banks' recent initiatives to provide innovative ways for customers to access the bank's services, while enhancing their branch experience. 

Last October, DBS launched an SMS Banking service to reduce balance enquiries at ATMs and provide mobile banking services to customers who own basic feature (non-smartphone) mobiles. The service allows customers to perform simple banking transactions including checking account balances, performing card payments and fund transfers to their own accounts outside of the internet banking environment. According to DBS, adoption of this service has been on a steady rise, and the bank has received close to 600,000 SMS Banking enquiries since its launch.


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